Auto replies on resolved/close tickets

[shalini44]

Hello,

I am looking to send auto-replies on email that either resolved or closed. I tried the solution discussed in the thread

Auto Reply Email for Closed and Resolved Incidents

However, the event discussed in the above thread is not sending the auto reply that I have set up.

gs.eventQueue("ticket.closed.autoreply", current, email.origemail, '');

The auto reply is set up as:

Any suggestions, help would be greatly appreciated.

Thanks,

Shalini

[shalini44]

Hi,

I removed the condition on the notification but still not getting the reply. The event is registered ad processed in the event log, but somehow failing to trigger the email.

Will continue to debug.

[shalini44]

Hello Mike,

The auto emails worked and emails went out from the system! I am sending them to myself right now.

What I want to do is that send a reply back to the person sent us the email on the ticket. Some times it is not the person who Requested the ticket in the first place. How can I do that?

Thanks,
Shalini

[Mike Allen]

This line:

gs.eventQueue("ticket.closed.autoreply", current, email.origemail,'');

puts the email in parm 1.   Check Event Parm 1 contains recipients and it should do it for you.

[shalini44]

Yes, that is what I did and I am going to test it. Since I working in the production environment directly, I will test during off peak hours.

Thanks,
Shalini

[shalini44]

I am testing it, but what is strange it is that it sends an email to me as I have added myself in the Users, but not to the person listed in Event   parm 1. Not sure why?